At one point I ordered a couple of different guitar hangers to try them out. I got a call asking if I meant to order 1 guitar hanger and 1 ukulele hanger. The sales engineer looked at the order, my history, and apparently had notes from one of our conversations and thought it might have been a mistake. It was and we corrected it before it shipped.
But nope, they're just great support. Like you said it's always the same person so maybe I got lucky with Jimmy as my rep, but he's been super helpful. Had a similar situation to yours where I bough 1 synth 2 road-cases. He called me asking if it was a mistake and it was.
They also try to assign you to someone with similar interests. So I doubt Jimmy could help much if I wanted to get into classical woodwinds, but he knows his stuff about synths and setting then up in a studio.
They stop calling you if you don't order anything from them for 10 years or so.